Complaints

This profile includes complaints for Chewy, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Chewy, Inc.

  7700 W Sunrise Blvd Plantation, FL 33322-4113

  
• 

  Chewy, Inc.

  3251 Hollywood Blvd Hollywood, FL 33021-6942

  
• 

  Chewy, Inc

  40 Dauphin Dr Mechanicsburg, PA 17050-8521

• 

  Chewy, Inc

  2815 Watterson Trl Louisville, KY 40299-3868

• 

  Chewy, Inc

  600 New Commerce Blvd Ste R Hanover Township, PA 18706-1403

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/21/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chewy is sending SPAM / propaganda / advertising emails to my military address. PLEASE STOP.

  

  Business Response

  Date: 11/03/2022

  Hi there *****,
  
  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
  
  I did some digging and located the account associated with a military email domain.  As of October 22, 2022, I have submitted a request to remove the military e-mail address from Chewys email promotions.Please note that it may take up to 10 days for your email to be removed from the database. Please also note that you may still receive email marketing or advertising content that has already been queued for transmission to you prior to the time when we can implement your removal request. For reference, you may also unsubscribe from marketing emails via the unsubscribe link located at the bottom of our marketing and promotional emails.
  
  We really appreciate your understanding and thank you for giving us the opportunity to help with this.Please feel free to reach out to us at ************** anytime if you have further questions or concerns. Were here 24/7 to lend a helping paw.
  
  Warmest regards,
  
  Rio S.
  **************** Manager
  **************************
  ************** 
  

  Customer Answer

  Date: 11/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chewy sent an order to my house that I did not order and charged my credit card. I tried to call and resolve the issue but they were difficult to deal with and called me a liar. I contacted my credit card company and they were no help. I have ordered items from chewy in the past and it's been about a year since I placed my last order.The issue is I never gave chewy permission to save my credit card information so how did they get it and charge items to my card without my authorization.

  

  Business Response

  Date: 10/31/2022

  Hi *****,
  
  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. 
  
  Thank you for taking the time to speak with me and for giving Chewy the opportunity to make this right. As discussed during our call, I did some digging and was able to locate the order ending in ***** that was placed on your Chewy account on August 13, 2022, we processed a full refund in the amount of $176.65 for the order on October 25, 2022. Generally speaking, you will see the refund amount credited to the account associated with the payment method on file within 3 to 5 business days from the processing dates, however that timing may vary based on your banking institution.
  
  We really appreciate your understanding and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a ***********.
  
  Warm regards,
  
  ******************
  Customer Service Manager
  **********************

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company emailed me a code for a $30 gift card if I spent $100. I decided to order pet food waaay way sooner than I needed because that sounded like a good deal and we needed others things for the pets. I talked to my boyfriend to make sure we could afford it. He said itd be tight but we could. I put the code, fall22 I think, into the promo box. It seemed to be accepted. I got distracted after than and forgot to place the order. The next day I remembered and went to place the order but I wanted to make sure that code was in there. I put it in the promo box again but something popped up and said promo code already entered. There was NO indication that the code wasnt valid. No indication it wasnt accepted. I was under the impression it was accepted. So I placed the order for the food. A few days later we got the food but no gift card. I checked my email, my chewy account and nothing. I called chewys customer service and a lady told me the code it not valid for food. I explained it showed accepted and gave no indication or alert that I couldnt use it for the food. She still said it wasnt valid for the food. I said I didnt even need the food yet but bought it just for that deal. She still said I couldnt use the code or get the gift card. She offered me $10 but that is not good enough. This feels like false advertising and lies. The code was accepted. If it wasnt valid for the food, the website needed to indicate that. I spent $150 that I didnt need to spend and got nothing in return for it. All I want is the $30 gift card I was promised in the email that was sent. Chewy also needs to fix their website so that invalid codes are not accepted.

  

  Business Response

  Date: 11/04/2022

  Hi there *******,
  
  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here. We will certainly review your most recent interactions with our customer service representatives and follow up with the agents for any missed opportunities.
  
  I did some digging and was able to locate the FALL2022 Promotion referenced in your complaint. The relevant terms of the Promotion (subject to Chewys Terms of Use, Promotional Offers Terms, and Gift Card Terms & Conditions), which were included in the promotional materials, were as follows:
  Free eGift Card added at Checkout with qualifying purchase [...] Must add $100.00 worth of eligible items and enter code FALL2022 at checkout to receive $30 eGift card. Excludes all ********************* Merrick,Diamond, Taste of the Wild, Wholesomes, Whole Earth Farms, Zuke's, Ultimates,Castor & Pollux, SPORTMiX, Tidy **** Pro **** Neater Pets, Good Pet Stuff,Emmy's Best Pet Products, Terramycin, prescription items, and other select products
  
  Because your order ending in ***** included only ****** Purina Products (Purina Pro Plan Veterinary Diets UR St/Ox Urinary Dry Cat Food, and Purina Pro Plan Small Breed Adult Sensitive Skin & Stomach Formula Dry Dog Food), and did not include any other eligible items to meet the $100 threshold, your order did not qualify for the promotion and the $30 eGift Card. As a courtesy, and due to the confusion regarding the promotion, on October 22,2022,I issued a $30 partial refund for your order ending in *****. Also, as an added courtesy, I have refunded the Purina Pro Plan Small Breed Adult Sensitive Skin & Stomach Formula Dry Dog Food, 30-lb bag ($66.75)from your order. Generally speaking, you should have seen the refunded amounts credited to the account associated with the payment method used for the order within 3 to 5 business days, however that timing may vary based on your banking institution.
  
  We really appreciate your understanding and thank you for giving us the opportunity to help with this. Please feel free to reach out to us at ************** anytime if you have further questions or concerns. Were here 24/7 to lend a helping paw.
  
  Warmest regards,
  
  Rio S.
  **************** Manager
  **************************
  ************** 
  

• Initial Complaint

  Date:10/20/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact Chewy since 9/17/2022. They keep telling me they will ship a package of Revolution Plus for Cats (order number **********), yet they are not shipping it. ***** says the package was delivered (tracking number ************), but I was home the whole day it was supposedly delivered and never received it. I have asked neighbors, and they also did not receive my package on accident. I have called Chewy multiple times, and I have had several email correspondences. They called me several times and had me confirm my address 3 times, and they always assured me they would send the package. They still have not. They said they reshaped an order and even mention the Revolution Plus by name in the response email, but I received a re-shipment of a different order (order number **********). I even said they could charge me for that mistake since its a recurring shipment and that I could just cancel my recurring shipment for the month of October if they would just ship me the correct package. Uploads contain evidence of email correspondence.

  

  Business Response

  Date: 10/27/2022

  Hi *******,
  
  Thank you for taking the time to speak with my team about your orders. As discussed during our call, we have placed your replacement order to be shipped out via Fed Ex tracking number ending ***** that is scheduled to be delivered Friday October 28, 2022. 
  
  Because you are a valued customer, we'd be happy to offer you 15% off towards your next purchase from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer. 
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw. 
  
  Regards,
  
  ***************************, Pharm D
  Pharmacist 

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered an Rx for our dog and placed the meds on autoship. We took our dog to the vet on the morning of 10/18 and the vet took her off the meds which were being autoshipped by chewy. We came home from work to find the autoshipped meds had arrived. We have not opened the shipping box and I called the chewy pharmacy to discuss how to return the meds. I offered to send a statement from the doctors that she was no longer able to take the Rx. I was bluntly told no returns. No other solution. No apology. Nothing. We have our dogs Rx meds on autoship, have been long time customers and use chewy for gifts for others as well. We are extremely disappointed that they wouldn't even offer a store credit nor show any regret. I did not sign anything at the time I set up autoship that there were no returns on meds. I will no longer use Chewy and will now order my Rx dog food from any other source and go elsewhere for any pet products for our pets.

  

  Business Response

  Date: 10/26/2022

  Hi *****,
  
  I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
  
  I was able to locate your order ending in ***** that was triggered by your Auto Shipment on October 15, 2022. Because you are a valued customer,we refunded your account in the amount of $85.29 on October 25, 2022 and have forwarded a return label to the email address associated with your account. Generally speaking, you should see the refunded amount credited to the account associated with the payment method on file within 3 to 5 business days, however that timing may vary based on your banking institution. 
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us.We're here 24/7 to lend a helping paw. 
  
  Regards,
  
  ***************************, Pharm D
  Pharmacist here...

• Initial Complaint

  Date:10/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled auto shipments with Chewy.com.They continue to ship and bill me. On 10/17/21 I called once again to cancel auto shipments only to find that the company billed me for $181.47, $182.31 for product shipped and an additional $159.54 because the price went down? They'll refund me in 5 days for the extra debit. This is causing a tremendous hardship.

  

  Business Response

  Date: 10/28/2022

  **** *****,
  
  I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction, and we dropped the ball here.
  
  I tried to reach you by phone on October 20, 2022 to discuss your refund request.
  
  I did some digging and was able to locate the referenced orders (ending in ***** and *****). I understand that these were triggered by your Autoship subscription, which had not yet been cancelled prior to their next scheduled shipment. However, I have refunded these orders in full in the amounts of $181.47 (for order ending in ***** and $159.54 for order ending in *****) on October 20, 2022. Generally speaking, you should have seen the refunded amounts credited to
  the account associated with the payment method on file within 3 to 5 business days, however that timing may vary based on your banking institution. I can also confirm that your Autoship orders have been cancelled. Please note that we only charge once the order has been shipped; however, when you first place an order, our payment system requests a payment authorization from your bank or credit card issuer, which basically places a pending authorization for an estimated total amount of your order. This pending authorization is not an actual final charge, but it does immediately affect the available balance on your bank account, in accordance with your banks practices or your credit card companys practices. Once the order is packed and shipped, we process a final charge for the order, and we inform your bank or credit card issuer that the order is complete, and they can release any pending authorizations for the order. While the pending authorization and the final charge may co-exist on your account for a brief time, the pending authorization will eventually be released and will disappear from your account, and the final charge will remain, replacing the pending authorization. The length of time the pending authorization remains on your account, or the time it takes for the authorization to be released, depends on your bank or credit card issuer. Some banks may take up to 30 days to remove payment authorizations from your account.
  Additional details and information on our payment process can be found on the Frequently Asked Questions (FAQs) page of Chewy.com under the section labeled Payments (https://www.chewy.com/app/content/faq).
  Because you are a valued customer, and due to the confusion regarding the Autoship orders, we'd be happy to offer $100.00 towards your next purchase from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer.
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw.

  
  Warm ************************************************************* Manager

• Initial Complaint

  Date:10/15/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased over ****** dollars on product with offer of ***** gift card . Did not receive and then was told by their customer service that I am wrong and was not offered. I purposely took a screenshot of my order so I wouldnt forget to look for the email. It shows it was to be emailed upon delivery.

  

  Business Response

  Date: 10/26/2022

  Hi there ******,
  
  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer, and we dropped the ball here.
  
  I did some digging and was able to locate your order ending ***** placed on October 10, 2022.      Since you are a valued customer, as a courtesy, we issued a partial refund in the amount of $30 for your order ending ***** on 10/15/2022.  Generally speaking,you should have seen the refunded amount credited to the account associated with the payment method on file within 3 to 5 business days after the date of processing, however that timing may vary based on your banking institution.
  
  As an additional courtesy, due to your recent experience, Id like to offer $30 off your next order from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer.
  
  We really appreciate your understanding and thank you for giving us the opportunity to help with this.Please feel free to reach out to us anytime if you have further questions or concerns. Were here 24/7 to lend a helping paw.
  
  Warmest regards,
  
  Rio S.
  **************** Manager
  **************************
  ************** 
  

  Customer Answer

  Date: 10/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered dewormer for my ill dog. Everything was great until the shipment was stuck in the transit. The customer service said they will send me the replacement when the shipment has no movement for 48hrs. When I'v reached 48 hrs, they said they need 72hrs actually. By the time it passed 72hrs, they said they need another 1-3days to review. After contact many times, they said I can get the medication from local shop for emergency which I had togo for Petco and I got the medicine very quickly. Then I call/live chat/email the customer service to cancel my order or recall the shipment since I already have my medicine and I'm leaving for my trip so not be able to receive the delayed package and I just worry about the package would got stolen. The customer service issue me refund but with wrong amount $68.90 (should be $123.40), after I contact again they send me replacement instead and cancel my refund, but later the replacement also got cancelled with no reason!! (So I didn't get my money or my replacement!) Package was delivered but it was GONE when I came back home. And the pharmacy just keep asking me to return for refund. Seriously how can I return without a package?The customer Kym H from pharmacy was also VERY RUDE.She claimed twice that I attempt to cancel the order before the item has shipped. Which is not true! I only request for cancel order after the shipment is late. She accused me something I never did and when I asked for apology, she refused to. 1. Order was delay and my pet was suffered. And customer service give different answers of next step 2. Issued me refund with wrong amount $68.90 and then even cancel the refund.3. Send me replacement but then cancel it with no reason 4. I paid for the item that I never receive it and I got insulted from pharmacy customer service **********What quite an experience! Where is Chewys 100% Unconditional Satisfaction Guaranteed? I love Chewy but this is unacceptable. I need my money back!

  

  Business Response

  Date: 10/20/2022

  Hi ***,
  
  I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
  
  I was able to dig up your recent order ending in *****. I see that your order was delivered by Fed Ex tracking ending in ***** on September 30, 2022 while you were on vacation. However, because you are a valued customer, we refunded your account in the total amount of $123.40. Generally speaking, you should have seen the refunded amount credited to the account associated with the payment method on file within 3 to 5 business days, however that timing may vary based on your banking institution. 
  
  In addition, we are happy to offer you a 10% discount towards your next purchase from us. Please give us a call at ************** before placing your next order, and a supervisor will be happy to assist you with redeeming this offer. 
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw. 
   
  Regards,
  
  ***************************, Pharm D
  Pharmacist
  
  

• Initial Complaint

  Date:10/04/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There was an order placed for an electronic Gift card for $500.00. It was paid through my Pay Pal account. IT WAS FRAUD! I called Chewy and she gave me the email address where it was sent. She said it was a charter.com address. Never had that email address and never had a charter email address. She said she would flag it for fraud. I called PayPal and they are investigating, then Pay Pal said it was an authorized charge. IT WAS NOT. I emailed Chewy and asked them for more information about the purchaser. IT WAS NOT ME. They sent generic emails and would not give me further information. I have been charged $500.00 and $500.00 has been taken out of my bank account. Chewy said this had been flagged fraud already. Then why is $500.00 debited from my account? They need to investigate and PROSECUTE the person who has that email address and committed this Fraud. The $500.00 should be returned to my Bank account immediately.

  

  Business Response

  Date: 10/14/2022

  Hi there *******,

  I'm so sorry about your recent experience. At Chewy, we strive to provide a positive experience with every customer, and we dropped the ball here.

  
  I am so sorry this has occurred. Here at Chewy, we are committed to protecting the privacy and security of your Chewy account. We have a security team that works around the clock to detect and prevent any potential security issues. We use industry-leading security technology and proactively monitor our systems to ensure your Chewy account remains protected.?  
  
  I can confirm for you that none of our Chewy systems were breached and that the payment information on your account was not compromised.? We do not store your full payment information in our system, which serves as an additional layer of security to ensure your payment information is not compromised. What has likely occurred is that a bad actor obtained your password credentials from a breach of another website, unrelated to Chewy. Bad actors sometimes use these stolen credentials to log into other websites like Chewy. This can occur when someone uses the same password across multiple accounts at different websites. 

  Based on our internal investigation, we believe that an individual used your account to purchase a Chewy eGift Card; however, we do not know how this person obtained your account information. We recommend you work with your local police on an investigation into this situation. We are more than happy to work with you and your local police on trying to resolve this matter. If you do open an investigation as noted above, your local police or the government official can serve us with a valid formal request (such as a warrant or subpoena) for certain information, and we will be able to work with the official to provide the requested informationto the extent that we are in possession of it. I did some digging and was able to locate the order ending ***** for the eGift Card.  It is my understanding that the order was part of a PayPal dispute; however, we were able to process a full refund for the order on October 4, 2022. Please note that PayPal can take up to 30 days to process your refund depending on your payment method. 

  As a courtesy, due to your recent experience, Id like to offer $50 towards your next purchase from us. Please give us a call at ************** before placing your order, and a supervisor will be happy to assist you with redeeming this offer.

  We really appreciate your understanding and thank you for giving us the opportunity to help with this. Please feel free to reach out to us anytime if you have further questions or concerns. Were here 24/7 to lend a helping paw.
  
  
  ****************
  Senior Tiger Team Agent | Customer Service

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18164404
  
  I am rejecting this response because: I called ************ and asked to speak with ******. The person who answered the call had me on their 10 minutes verifying a lot of stuff. She sounded asleep. I was put on hold and ****** never answered. I Appreciate the 50 credit. Why did they just not send a gift card? It could have been sent to me email. I wasted time and ****** never answered. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/28/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/26/22 I placed an order #********** for 3 medications new to my cat. (Pimobemdan, Furosemide and Enalapril) I had received a targeted coupon for 20% off my first prescription medication order and this prompted my purchase. Everything seemed to be processed with the coupon applied. The total was around $75 for all three meds. Chewy advised that one of the medications called pimobendan did not come in the dosage needed and had to be changed to Vetmedin (which is a much more expensive option). Instead of the change being made and the entire order processed with the 20% off coupon, Chewy deducted the 20% off of the two other inexpensive medications and not on the $105 vetmedin. My order was for all 3 medications together not just for the Furosemide and the Enalapril. Also, the Vetmedin (along with the others) was an auto delivery item and would have been at an additional 5% discount as well as the 20% off one time use coupon. So, instead of paying what collectively would have been around around $92 for the updated prescriptions with the coupon and the 5% auto ship discount, I paid nearly $25 more. I was told it was because the Pimobendan was changed to vetmedin that they processed the original order into 2 separate orders, but it seems like it was a work around in order for the company to not have to discount an expensive medication by 20%Im frustrated because after emailing and calling repeatedly, I was made to feel like I was in the wrong by questioning this. The fact is, had the original order been processed as one order like originally requested I wouldnt be needing to even look for help in getting my money back. I would like a refund for the difference in the purchase price for the Vetmedin. Ive been with Chewy a long time and this was the first time ordering meds through the company. It was a disappointing experience. Money is tight these days and we have choices of where to shop. Please make this right.

  

  Business Response

  Date: 10/04/2022

  Hi ********,
  
  I'm so sorry about your recent order experience. At Chewy, we strive to provide a positive experience with every customer interaction.
  
  I was able to dig up your order ending in ***** and I do see that one of your prescription orders was cancelled due to an inaccurate dosage. I see the correct order for this prescription was placed on September 28, 2022 ending in *****. This order had a 10% discount applied at the time of checkout.
  Because you are a valued customer, we'd be happy to refund you $11, which would account for the difference in the 20% first customer offer. Generally speaking, you should see the refunded amount credited to the account associated with the payment method on file within 3 to 5 business days, however that timing may vary based on your banking institution. 
  
  We really appreciate your feedback and thank you for giving us the opportunity to help with this. If you have any questions, please don't hesitate to reach out to us. We're here 24/7 to lend a helping paw. 
  
  Regards,
  
  ***************************, Pharm D
  Pharmacist